Reasons/Issues: Agent going into the unknown state
Sr. No. | Agent Unknown State Reasons | Resolution |
1 | If the agent console is closed abruptly. | Below are the reasons when agent running command prompt gets closed abruptly: 1. If someone has closed the agent running command prompt manually 2. Due to machine/server restart 3. Machine disconnect (if there is a policy on the client-side where all running tasks get's closed after machine disconnect ) To solve the issue go to the agent folder and restart the agent. |
2 | If any process assigned to the standard agent and this process is getting stuck, there is a chance that agent’s main process will get stuck and it will not send any signal to Server. And after 10 minutes, Server sets agent to Unknown state. | Open the task manager and kill the process related to the workflow and restart the agent. |
3 | In AuthenticationEdge, the agent keeps sending the status to the server and server updating this agent status into the database. If the server not receiving any response from the agent the server waits till 10 minutes to get the update from the agent. Due to some network error, If the agent is not able to send any response to the server in 10 minutes, the server marks the agent as UNKNOWN in the database as well as in AEUI. | Try to ping the AE server IP address from the Agent machine and check if a particular host, IP address is accessible or not. If it is not accessible then contact your IT team to check the connection issue. Once the connection issue been resolved between the agent and server machine, the agent will come in Running state automatically. |
4 | Sometimes due to some proxy issue the agent goes into the unknown state as the RDP was not accessible. | Check the proxy settings in config.properties file under <Agent Home>/conf
directory and restart the agent. |
5 | Sometimes there is an issue with server settings. Whenever we are login to the agent server and run the agent service, it is working fine and status shows in the AE portal as running. But when we come out from the server and login again then the agent terminal got closed and status shows in AE portal as unknown. | You need to change the server/machine policy here. The running tasks should not get closed automatically after server disconnect. In this case, kindly contact your IT Team and check the server settings. |